Hi,
I recently moved house and wanted to stick with talk talk but since we moved in on the 20th of Jan we have had no internet. They had a full months notice for this change.
First I did the manual line checks through the website, nothing. Then ran checks with the web chat and got sent that email with all the things I could test at home, did it all, still nothing. Then I rang up and sat on the phone for an hour and a half whilst they did the same checks again before they arranged for an engineer to come in the week. The engineer came and said the issue was that Talk Talk had not switched on the internet in the open reach box and an engineer would have to come and do it, he said he would report this to talk talk. The weekend passes and we hear nothing. I call up today and they do all the same checks they’ve already done, seem to have no record of what the engineer has reported. Eventually the tech support on the phone says he will get someone from open reach to go to that box today and switch it on. I tell him I’m at work so cannot grant property access at anytime today, he says that doesn’t matter I don’t need to be home.
I then get a call from the open each engineer saying he’s at my address and needs access and that because I’m not home I will be billed £65. I have to then argue my case over a live chat with a person who eventually after a lot of heated messages says I won’t have to pay that fee but I have to get back in touch once the bill has been issued in order for them to take it off my account.
I now want to switch to a different provider since Talk Talk have proved themselves incompetent and ineffective. I really don’t think I should have to pay a break in contract fee. I’ve received awful customer service and have not had any Wi-Fi for three weeks now.
Can they legally enforce that I pay this?
I have not cancelled any of my direct debits to them at this time.
